My wife and I began the "Making home Affordable" program in August, 2010. In mid August we submitted all documentation requested by Bank of America (from here on as BofA).
After several follow-up calls into BofA, we were informed that our application was submitted to underwriting as of September 23rd. Later we were told that it was not in underwriting until November 2010. In early December we were told we should have an answer by December 23rd. In mid-February, we received a phone call from the underwriter or assistant underwriter that our documents were now over 6 months old and that we would need to resubmit.
My wife and I obliged and sent the material (all six documents, including bank statements, W-2s, utility bills, etc, within 4 days via the FedEx envelope BofA provided. March and April came and went, with weekly calls for updates to our application. In May we received a letter dated May 14th saying we were disqualified because some documents were not received on time. My wife and I do not believe that any of the requested documents from the FedEx delivery in February could have possibly been late.
During this time, I sent numerous emails and made several phone calls to the underwriter as to the status of the documents and our application. He returned none of them. Around early May, I left him a message saying that if I did not hear from him soon I was to go to his supervisor and complain. Still no response.
He had our home phone number, my cell phone number and our email address. Although he had "trouble" contacting us with regard to our application, I find it interesting that as we got a few weeks behind on our monthly mortgage that we were routinely called daily (sometimes 3 times a day including cell phone calls) to ask us about our intention to make our payment. If we were late, in getting a document in (again, we do not believe we were) there were ample opportunities for that communication. During this 11 month period I have had countless phone conversations with BofA representatives while receiving misinformation ("your loan went to underwriting September 23rd"), half-truths (one CS person told me to do everything possible to keep the mortgage payments current--(Fall 2010), one said that if you are current on your mortgage you don't show need and won't be approved"), and outright lies ("he's (underwriter) been trying to contact you").
My pleas for help even with supervisors, while conversations always polite in tone have gone nowhere. My complaint against BofA is that they have no intention or motivation to help mortgagees that they signed onto under President Obama's program. My wife are unemployed and yet we have done everything necessary to keep our mortgage current and have done all that was requested from our lender to insure that we receive the help we need. This has been an 11-month ordeal for us that words do not fully describe the frustration, time and effort wasted, and quite frankly shock at the (lack of) customer service BofA has shown.
I have written my congressman (xxxxx), my Senator (xxxx), and my President all within the last week. As of today 6-29-11 I have yet to hear from them. I am nearing the end of my patience. I truly believe we will never get help.
However, I am writing this because at least in principle, this treatment should not go unreported.
Product or Service Mentioned: Bank Of America Mortgage.